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Customer Service & Operations Manager

FRS Recruitment
Cork, Country: Ireland
Job Type:
full-time, permanent
Job Description

Job Overview

As the Customer Service Manager, you will have the responsibility to own the business unit's relationship with the client, manage the Service Level Agreement and maintain focus on the big picture. Reporting into the Service Delivery Director you will have overall responsibility for your business unit, managing your team and mentoring your Operations Managers to effectively lead their team.

The Role:

  • Overall responsibility for the delivery and growth of the business unit's margin
  • Overall responsibility for maximising revenue and profitability opportunities per employee, through effective management of KPI's - own and use the Balanced Scorecard
  • Review pricing and SLA on an ongoing basis and drive recommendations
  • Drive compliance with the Change Control process, to avoid margin shrinkage
  • Promote value-adding behaviours
  • Responsible for the documentation and delivery/commercialisation of new ideas
  • Give Operation Managers feedback on a regular basis
  • Know your team and lead by example, actively promote and foster a culture where learning and customer service are of the highest priority.
  • Overall responsibility for ensuring delivery of contracted Service Levels and KPIs
  • Providing the framework to ensure swift and effective responses to the client
  • Developing strong internal and external relationships
  • Knowing your Business Unit contract, know your client, know your business unit's capabilities
  • Responsibility for regulatory requirements and changes that will affect aspects of the business
  • Building and managing a proactive, positive and effective relationship with the client.
  • Planning with your client and supporting new business development Know your client's business

The Candidate:

  • 8+ years proved people management
  • 5+ experience managing an operational role Budgeting and Financial management experience
  • Cool under pressure
  • Experience in managing performance
  • Experience coordinating/implementing and monitoring projects and processes
  • Strong decision making and communication skills
  • Commercially aware within a challenging environment
  • Can easily switch between structured, process-oriented thinking and unstructured, problem resolution
  • Builds strong relationships and can influence others

Excellent planning and organising skills Highly motivated

Job Settings
Number of jobs: 1 hires
Information about the advertiser
Company: FRS Recruitment
Company size: 1-49
Contact: NA